Repairs - legal action
We are here to provide housing that is -
- safe
- sustainable
- well-maintained
Disrepair
Disrepair is when something we are responsible for has not been repaired within a reasonable time of it being reported to us. If that happens, we have let you down and not met our own standards.
If you are considering submitting a legal disrepair claim, we would recommend in the first instance to report them by -
Complaints
If you are unhappy with the repairs service, you can submit or progress a complaint.
Benefits of making a complaint
There are benefits of submitting a complaint through our internal complaints process, as opposed to submitting a legal disrepair claim such as -
- minimised risk of repairs being delayed
- This can be the case when a claim has been submitted or when repairs have been raised as part of a legal disrepair claim as we must liaise with your legal representative, which can cause delays. Emergency repairs are an exception
- quicker resolution
- Claims can take a long time to be resolved. Our internal complaints process ensures that we work to specific time frames to provide a response -
- 10 working days for a response at Stage 1
- 20 working days for a response at Stage 2
- Claims can take a long time to be resolved. Our internal complaints process ensures that we work to specific time frames to provide a response -
- less stress
- When dealing with any complaint through our internal complaints process, we promise that we will -
- keep you informed
- treat you fairly
- look into your case fully and properly. There may be an expectation for you to be more heavily involved when progressing with a legal claim
- When dealing with any complaint through our internal complaints process, we promise that we will -
- no costs
- There are no costs involved for you when progressing a complaint through our internal complaints system
- next steps
- If you remain dissatisfied once our internal complaints process has been completed, there are clear next steps you can take. You can contact the Local, Independent Tenant Complaints Panel, or contact the Housing Ombudsman
Other options available
To understand what options are available to you, you can speak to Citizens Advice.
Recently, we have seen an increase in tenants instructing solicitors to begin a disrepair legal claim on their behalf. This is directly or through –
- claims management companies who knock on doors in your area
- social media
- leaflets
These firms are in no way associated with or working on behalf of us.
Submitting a legal claim can be a stressful process, and it can take a long time for a claim to be resolved.
When struggling with rising costs, it might sound good to enter a contract with a claims management company with promises of financial awards. However, these companies are not always honest.
Many solicitors act under a ‘no win, no fee’ type arrangement. Some of those types of arrangements contain what is known as a ‘success fee’. That is where, if you succeed with your claim and compensation or damages is payable to you, the solicitors may keep a percentage. Or they might keep all the money.
It is possible that not all the costs incurred with a solicitor will be recovered from the landlord. You could be responsible for paying any difference. This could be hundreds or thousands of pounds.
Sometimes, you must pay for an insurance premium. This is to protect you from a large costs bill if you lose your case. If you do not arrange insurance, you may find that you must pay all the solicitor’s fees yourself.